Zalando’s online store broke away from the boundaries constraining traditional stores and mail-order retailers, offering a broad and attractive selection of products with the added benefits of simple payment, delivery and customer care processes and unlimited opening
hours. In its early years, Zalando’s commercials quickly raised awareness for the store’s offering, pushing Zalando’s aided brand recognition in Germany close to the 90 percent mark. Our efficient processes tailored to fashion and
shoe retailing help to cement Zalando’s positioning as a German fashion retailer with a passion for technology. For all its progress and achievements, the e-commerce sector is still in an early phase of its development.
The sector will continue to grow and shape shopping behavior over the coming years. Our continuous investments in our infrastructure, our tech platform and our processes provide Zalando with a sound base to move further.
Localization is key
All our 15 markets are unique, with online shoppers’ expectations and e-commerce developments differing from one country to the other. Rather than relying on standardized concepts, we identify or create the solutions best suited to each individual market. Our dedicated country teams develop ideas to address customers individually and meet their expectations in terms of assortment, onsite experience, marketing, payment methods and delivery options.
Back in 2011, when outsourcing was still the big thing in Germany and across Europe, Zalando started doing exactly the opposite – although the company was only two years old at the time and still relatively small, it was already clear that logistics would have to become one of its core competencies.
Today, only four years after our logistics center in Erfurt started operations, Zalando dispatches all of its shipments from its own logistics platform that includes four self-operated and two provider-driven fulfillment centers, forming one of the largest e-commerce footprints in Europe.
WE’RE A RETAIL PIONEER
Zalando has set standards across Europe in terms of assortment, product presentation, customer care and fulfillment. We want to make fashion fun and inspire our customers to browse our store. As an international company, Zalando regularly receives large numbers of customer care inquiries in different languages. We assist our customers before and after they have made
their purchases and answer questions regarding order and payment processes. Every day, our fulfillment team works hard to ensure smooth operations: from placing the order in the online store to the moment when the postman rings the doorbell. The employees in our distribution centers make sure that all clothes and shoes are sorted, stored, packaged and dispatched quickly to reach our customers without delay.